In your 15-minute break you’re quickly trying to find a website to purchase a laptop you’ve been wanting to buy for quite a while. You already know which one you want – you just need a reliable partner to buy it from. Within minutes you spot a website that looks great and offers the product you’re looking for. You just have a few questions before making the investment. Luckily, the online chat is available and you immediately reach the Sales Rep on your first attempt. You get back to work and buy the laptop later that day. That’s one happy customer!
Did you know that many companies that Alinea Partners secret shop, don’t have an (effective) chat on their website? This is a missed opportunity, because it is a great way to be in touch with potential clients.
What do you think this organization can still improve in their communication skills?